Customer information
Delivery
UK Mainland Delivery Options
| Delivery Option | Details | Charge |
|---|---|---|
| Standard | Delivery within 3-5 Working Days* | £5.95 |
| Next Working Day | Available for orders placed by midday** | £10.00 |
| Saturday | Available for orders placed by midday Friday, delivery between 9am - 5pm | £12.00 |
* Working Days are classed as Monday to Friday inclusive.
** Next Working Day delivery orders placed after midday on a Friday will be despatched the following Monday, with the exception of UK Public Holidays.
Please note that standard delivery times and costs do not necessarily apply to furniture, which can vary by item with lead times up to 12 weeks. When you purchase a furniture item our lovely Customer Services team will be in touch with you directly to confirm the exact date and price for the delivery of your item.
For any and all enquiries relating to deliveries, please contact our Customer Service Team on customerqueries@sophieconran.com. Further information can also be found below.
UK Highlands & Offshore Delivery Options
The following locations are subject to varying delivery charges:
Guernsey, Isle of Man, Isles of Scilly, Isle of Wight, Jersey and Northern Ireland as well as postcodes: AB31-38, AB40-56, IV1-28, IV30-32, IV36-49, IV52-56, IV63, KA27-28, KW1-17, PA20-38, PA41-49, PA60-78, PH4-44, PH49-50, ZE
You can obtain an estimated delivery charge by providing the correct postcode at checkout, and our Customer Service Team will be in touch with you directly if there is any discrepancy from this estimate once your order is placed. We use a signed-for courier service for all of our deliveries due to the valuable and fragile nature of the products and, as such, delivery charges may be slightly higher than standard Royal Mail prices. Please note that orders to these locations will be delivered within 2-3 working days and we sadly cannot offer Next Working Day and Saturday delivery options.
European Delivery
We offer two ways to receive furniture in Europe: our full White Glove service, and a more cost-effective crated service. Full details of the crated option are below.
European Crated Delivery – a cost-effective alternative
We are pleased to offer a new cost-effective delivery option for customers across Europe. This service is ideal if you are happy to receive your furniture in a secure wooden crate and arrange the unpacking and moving of the furniture into your home yourself.
This is a curbside delivery service, rather than our full White Glove service, and can offer a significant saving on delivery costs.
How the service works
Your furniture will be carefully packed into a secure wooden crate and collected from our workshop by a 7.5-tonne vehicle equipped with a tail lift. Please note that larger pieces may be securely packed across two crates to ensure they are fully protected during transit.
The service operates regularly throughout Europe:
- France, Germany and Northern Europe: daily departures
- Italy: three times per week
- Portugal: once per week
Other European destinations may also be available – please ask us for a quote. All shipments are fully tracked and monitored throughout their journey.
Indicative costs
| Destination | Cost of crate | Delivery, including export/customs fees |
|---|---|---|
| Belgium | £341 | £271 |
| France | £341 | £445 |
| Germany | £341 | £317 |
| Italy | £341 | £354 |
| Spain | £341 | £335 |
| Switzerland | £341 | £465 |
Indicative costs based on a 2.5 seat Coco. Rates vary depending on the destination, crate size and collection date, and do not include local import duties and taxes.
Customs and import charges
The carrier has customs agents in place to manage the import process. Once your crate arrives in your country, the local customs agent will contact you directly to arrange payment of any applicable import duties, taxes or customs fees. Your furniture will be delivered once these charges have been paid.
Please note that customs and import charges are not included in our delivery price and are payable by the customer.
Delivery to your home
This is a curbside delivery service. The crate will be delivered to the outside of your property and unloaded at the nearest suitable point to your door. The delivery team will not unpack the crate, carry the furniture into your home or remove the packaging. You will therefore need to arrange for the crate to be unpacked, the furniture to be moved into your property and the wooden crate and packaging to be disposed of.
- Deliveries are made Monday to Friday, between 9am and 5pm.
- The carrier will contact you to arrange your delivery, and you will be able to track your shipment.
- Please make sure that someone is available to receive the delivery at the agreed time. If nobody is available, or the delivery cannot be completed due to circumstances at the property, additional charges may apply for a re-delivery.
- If the delivery vehicle cannot access your street, the carrier can arrange delivery to a suitable nearby warehouse or alternative location, which will need to be agreed in advance.
Delivery costs
Delivery rates vary depending on the destination, crate size and collection date. We will provide you with a delivery quotation before your furniture is collected. Delivery charges must be paid in full before collection can be arranged.
Insurance
For added peace of mind, £5,000 of insurance cover can be added to your initial delivery quote for just £20.
An affordable alternative to White Glove delivery
This service is designed for customers who would like to reduce the cost of European delivery and are happy to take care of the final stage themselves. If you would prefer your furniture to be brought into your home, unpacked and positioned for you, our White Glove delivery service remains available at an additional cost.
We will be happy to provide both options so that you can choose the delivery service that best suits your needs and budget.
Tracking Your Parcel
As soon as your order has been dispatched from our warehouse, you will receive an email containing tracking details for your parcel, along with a 1-hour delivery timeslot on the morning of delivery! Should you wish to change the date of delivery, request to collect your parcel from a local store, leave your parcel with a neighbour, or leave your parcel in a safe place, you can do so directly with the courier by following the instructions provided in their email. If you don't receive your tracking details (or accidentally delete the email containing them!) please contact our Customer Service Team on customerqueries@sophieconran.com, quoting your order number, and they will be able to send you a new tracking link.
General Delivery Terms
All delivery charges are subject to change depending on the size and weight of the parcel. Our Customer Service Team will contact you before despatching your parcel should your order incur further delivery charges.
Before you finalise and submit your order please ensure that the delivery address is correct, including the postcode, and that you have given any further instructions and a safe location to leave the parcel, if required. After placing your order please check the details on your order confirmation and contact our Customer Service Team as soon as possible if anything is incorrect.
Please note that once left at the designated safe location, we cannot be held responsible for your parcel.
Please also note that we cannot be held responsible for failure in delivery caused by circumstances beyond our control including but not limited to vehicle breakdown, incorrect delivery information being provided, major roadworks or road closures and force majeure.
Pre-orders
On occasion we are delighted to be able to offer pre-order on items that are due to come into stock in the near future. This will be apparent on the product page. If an item is on pre-order, an approximate availability date will be shown on the product page. Please note that this date could change. We apologise for any disappointment or inconvenience. When you pre-order an item we will keep you updated regarding the delivery date at every stage. Should you have a mix of in-stock and pre-order items on your order we will deliver all of the items together once everything is in stock. Should you wish to have the in-stock items delivered immediately, two separate delivery charges will be incurred. Our Customer Service Team will get in touch once your order has been placed to discuss your options and to keep you updated until your lovely new items arrive with you. Please contact our Customer Service Team at customerqueries@sophieconran.com if you have any questions or problems.
Items Not Received
Please do contact our Customer Service Team if you have not received your order or if you have experienced any issues with your delivery. We will investigate all issues as quickly as possible with our Warehouse Team and our designated courier. Please note that we will be unable to re-send or refund for an order that has been lost in transit until the investigation has been resolved with the courier company, as once the package has left our warehouse it is no longer under our control. Should an investigation raised with a courier company conclude that their evidence points to the delivery of the parcel, then unfortunately there is nothing further we can do. You are welcome to raise your own dispute with the courier company at any time. You must contact us within 3 weeks of the date you were expecting delivery if it has not arrived, otherwise we will likely be out of the time frame that the courier company is able to hold additional evidence for and as such we will be unable to investigate fully.
Items Damaged In Transit
Although every effort is taken to ensure that our parcels are well packaged when they leave our warehouse, accidents do occasionally happen. If an item you have received arrives broken or damaged in any way, please contact us within 5 days of delivery. Please email our Customer Service Team with clear pictures of the damaged items and we will investigate fully to resolve the situation for you as quickly as possible. Please note that if you contact us later than 5 days after your delivery day we may not be able to issue a free of charge replacement. If you have any other questions relating to delivery our lovely Customer Service Team is here to help. You can email us at customerqueries@sophieconran.com.